Capital One

Operations

Capital One is seeking self-motivated individuals to join a fast growing company. The Fraud Transaction Coordinator will be responsible for handling cardholders’ fraud claims involving credit card charges on Capital One accounts. The fraud claims are required to be handled within predetermined time frames. Candidates with this knowledge will be able to determine correct avenues for resolving fraud claims for Capital One customers. In addition, the role includes completing necessary functions in several systems and making customer contact through both inbound and outbound phone channels. This individual will need excellent organizational skills and the ability to manage multiple tasks with limited supervision. Capital One’s culture provides an excellent work environment and many opportunities for professional growth.

Fraud Transaction Case Coordinator

Auditor

• Design and execute appropriate audit procedures to verify the effectiveness of internal controls.
• Document auditee processes and procedures, review and analyze evidence, and identify potential issues.
• Leverage available data and analytical tools during the planning and fieldwork phases of audit delivery.
• Prepare clear, organized, and complete documentation to support work performed, including draft findings.
• Establish and maintain good client and team relations during engagements.
• Effectively communicate information and audit progress to team, clients and auditor-in-charge.
• Self prioritize and effectively plan your own work activities managing multiple priorities and tasks across the team to deliver quality results.
• Proactively take on additional work to support the team when possible.
• Proactively seek out learning opportunities to enhance skills and competencies related to role.
• Focus on Discover Financial Services global payments network, platforms, technologies, and related operations.

Senior Auditor, Payments Network

Supply Chain

Work From Home, Principal Associate- Supply Chain Analytics role within Capital One Customer Operations
Candidates must live within 100 miles radius of specified zip codes and report in person when required
Join Supply Chain Solutions (SCS) managing customer interactions and supplier spend
Well-Managed Solutions (WMS) team focusing on control ecosystem, simplification & automation, and sustainability
Develop innovative data models, metrics and insights for supply chain operations
Merge and clean large datasets; build and validate forecasting models; design and implement performance metrics
Partner with leadership to co-develop strategy and translate technical findings into business recommendations
Work independently with strong ownership and collaborate cross-functionally
Work from Home technology and location requirements are strict

Principal Associate – Supply Chain Analytics

Manager

• Provide advanced technical support for complex issues, addressing system and application-related challenges.
• Familiarity with microservices architecture, understanding how to support and troubleshoot microservices-based applications.
• Proficient in writing and executing SQL script to extract and analyze data.
• Diagnose and resolve software issues in a timely and efficient manner to meet service level agreements (SLAs).
• Monitor system performance and proactively identify potential issues before they impact users.
• Create and maintain comprehensive documentation related to troubleshooting procedures, system configurations, and support processes.
• Share knowledge with team members and contribute to the development of training materials.
• Work closely with cross-functional teams, including software developers , product managers and platform engineers to address and resolve complex technical issues.
• Collaborate with Level 3 support to perform root cause analysis and contribute to long-term solutions.
• Communicate effectively with customers to understand and troubleshoot issues, providing timely updates and resolutions.
• Ensure a high level of customer satisfaction through professional and courteous interactions.
• Identify opportunities for automation to streamline repetitive tasks and enhance efficiency.
• Contribute to continuous improvement initiatives, suggesting and implementing process enhancements.
• Participate in on-call rotations to provide 24/7 support for major incidents.
• Respond promptly to emergency situations, contributing to swift resolution and minimizing downtime.

Senior Manager, Production Support

• As a Senior Manager, Operations Servicing Strategy, Fraud and Disputes Operations (FDO), you will be part of a team responsible for transforming customer servicing and agent experiences.
• Educate and gain buy-in from key stakeholders to ensure the technology and processes deliver breakthrough business results and radically transform customer service.
• Partner with business analysts, product managers, operations servicing strategy leaders, and operations leaders, to drive quality improvements in the FDO department.
• Capital One processes over 7 million fraud and disputes claims annually, totaling over $1.6 billion; deliver great customer experience and resilient financial performance through clear policies, technology, and flawless execution and this team is central to that!
• Specific responsibilities include: optimizing the FDO footprint, transforming the FDO network, improving agent quality and productivity, balancing loads across the network during demand spikes without compromising quality, and managing a direct team of 5-7 associates.
• Lead strategic direction, designing strategic programs and roadmaps with tech, product, and intent teams; deliver insights and influence product roadmap.
• Lead transformation initiatives and change management; influence senior management decisions, and create compelling presentations.
• Create, establish, and manage cross-team communications to ensure engagement; consult with business partners to solve problems in matrix environment; escalate roadblocks when needed.
• Conduct independent research and analysis; develop recommendations for clients to enable key business decisions; provide operational excellence.
• Distill big-picture intent into tactical requirements and implement process improvements; embody human-centered design in product and process design.

Senior Manager, Operations Servicing Strategy, Fraud and Disputes Operations (Hybrid)

Project Manager

• Project Management Principal Associate will sit horizontally and be responsible for full lifecycle Program delivery within the Authorizations Platform team in US Card. • The scope includes delivery of critical internal and external programs, portfolio management, and business process improvement. • Other key responsibilities include aspects of capacity forecasting, managing intake requests and refinement processes. • This role partners closely with Product and Technology teams and requires coordinating well-managed deliveries across multiple functions and lines of business. • General Responsibilities: Manage small to medium scale program deliveries that impact Authorizations Platform (i.e. New business launches, conversions, card priorities) • Collaborate with all levels of the organization to monitor and manage the critical path, plan contingencies, facilitate scope changes, and control resource expenditure • Report on program and feature delivery progress, managing escalations and impediment resolution • Build and maintain high trust relationships with partner teams across the Enterprise to keep abreast of current strategies and manage work in progress • Maintain a governance model to manage the portfolio and facilitate prioritization of most critical initiatives, managing stakeholder community expectations • Manage intake and prioritization from LOBs requiring horizontal support from the Authorizations Platform, coordinating across job disciplines • Identify Jira tagging/reporting issues and work across product teams to troubleshoot access, data entry & reconcile Jira • Strategic thinking to re-imagine existing operations in order to drive towards more efficient & productive solutions, processes & outcomes

Principal Associate, Project Management - Authorizations Platform Team (Hybrid)

Customer Support

• Remote customer service role assisting Capital One customers from home with high-value servicing
• Requires reliable home internet and private network; privacy and security aware
• Occasional in-person reporting within 24 hours notice within 100-mile radius of listed locations
• Work with Capital One's customer care team to provide empathetic, effective support
• Participate in ongoing training and development to improve product knowledge and customer interactions

Customer Service Coordinator, High Value Specialty Servicing

Administrative Assistant

• Manage daily calendars for multiple executives, demonstrating flexibility and problem-solving abilities to adjust or prioritize schedules based on last-minute changes
• Arrange and reserve conference rooms, catering, audio/video and other essential services as needed for meetings and conferences
• Coordinate travel arrangements and create expense reports in a timely manner using Capital One systems
• Drive key team activities and events (such as all-hands meeting, team meetings, conferences, ordering supplies and social events)
• Prepare professional business communication documents including memos, letters, and emails
• Build and maintain good business relationships with executives and administrative staff across the organizations
• Participation in general administrative duties (copying), distributing mail, ad-hoc projects, committees and/or group events
• Promote a fun and team-oriented work environment